Anannya Guha Roy
Guha
Kuala Lumpur,Selangor
Summary
Collaborative leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Operational Excellence Manager
Accenture Technology Solutions Sdn Bhd Malaysia
Kuala Lumpur
2017.11 - Current
- Handling deals worth of $ 3 Billion with business across countries (ASEAN and LATAM) – providing effort saving of 2.5 Mn
- Productivity Effort savings worth of 100+ FTE per year
- Drive Operation Maturity and establishing brilliant basics
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
Business Consultant
Tech Mahindra Limited
Hyderabad
2016.07 - 2017.10
- Consulting project done for 52 weeks creating revenue inflow of $1.2 Mn
- Proposal creation for clients across domain - Telecom, Omni-channel client communication, F&A and Service Desk
- Strategic plan defined and created regarding opportunities identified, resource allocation and new recruits
- Business Development plan formulated to generate lead through value propositions
- Oversee development of proposals, bids, quotations, or other documents describing organizational products and services in response to requests from prospective clients (RFP, RFQ, RFI, Carve out)
- Collaborates with members of sales, marketing, finance, legal, or product teams to ensure content is complete, accurate, and timely
Process Excellence Team Manager
Cognizant Technology Services
Hyderabad
2015.02 - 2016.06
- Supported as performance excellence manager to BFSI mortgage processes
- Process improvements, Executing Business Strategies & Change Management using Lean and Six Sigma Framework
- Created and managed project plans, timelines and budgets.
- Conducted regular reviews of operations and identified areas for improvement.
- GB training facilitator with score of 4.5 out of 5
Quality Management Manager
Karvy Computershare, UTI
Hyderabad
2014.06 - 2015.01
- Worked alongside training team to setup templates for email help desk team
- Setup process of Customer Satisfaction survey for entire UTI unit improving CSAT score from 82% to 95%
- Provide regular feedback and coaching to quality coaches for effective call quality maintenance. Call quality improvement from 76% to 90%
- Trained all Subject Matter Expert from different work unit on BPM and Six Sigma Basic
- Have spearheaded enterprise wide initiative of designing, collating and analyzing Investor feedback survey.
- Documented findings and produced reports to aide management in assessing and correcting quality concerns
- Collected samples during production and tested randomly to determine in-process product quality
Team Developer - Quality
BA Continuum India Pvt. Ltd
Hyderabad
2008.07 - 2014.05
- Ensuring Service Portfolio is maintained and up-to-date with any recent changes
- Engaging with Delivery on Service Level Management
- Conducting Project Management Reviews & internal Process Audits across Delivery
- Conducted Steering committee calls and Monthly review meetings with stakeholders
- Responsible for TAT and Service Level Agreement of Service Chat (Consumer Banking)
- Handling and Resolving Various Escalations & Observations from Line of Business
- Skilled at working independently and collaboratively in a team environment
- Gained extensive knowledge in data entry, analysis and reporting
Senior Associate
Wipro BPO, HP
Kolkata
2005.02 - 2007.07
- Technical support associate supported HP clients through call support
- Supported as QA for HP 5M process
- Resolve Technical queries of external customers on all-in-one printers and desktops over phone
- Take escalation calls for new joiners
- Process quality audit
- Call barging
- Trained and supported new team members, maintaining culture of collaboration
- Identified customer needs and wants to enhance customer experiences and boost sales
- Trained and mentored junior staff on customer service strategies and techniques
- Greeted customers and offered assistance for increased customer satisfaction
Education
Post Graduate Program On Business Analysis - Analytics
Purdue University
Online 2021.05 - 2023.10
MBA - Strategic Management
Indian Institute of Management
India 2017.06 - 2018.07
Lean Six Sigma Black Belt - Six Sigma
Var Sigma Institute
India 2017.05 - 2017.05
Six Sigma Green Belt - Six Sigma
Indian Statistical Institute
India 2012.12 - 2012.12
Bachelor of Arts - Art History
Calcutta University
India 2001.07 - 2004.06
Skills
Process Analysis and Improvement
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Post Graduate Program On Business Analysis - Analytics
Purdue University
2021.05 - 2023.10
Operational Excellence Manager
Accenture Technology Solutions Sdn Bhd Malaysia
2017.11 - Current
MBA - Strategic Management
Indian Institute of Management
2017.06 - 2018.07
Lean Six Sigma Black Belt - Six Sigma
Var Sigma Institute
2017.05 - 2017.05
Business Consultant
Tech Mahindra Limited
2016.07 - 2017.10
Process Excellence Team Manager
Cognizant Technology Services
2015.02 - 2016.06
Quality Management Manager
Karvy Computershare, UTI
2014.06 - 2015.01
Six Sigma Green Belt - Six Sigma
Indian Statistical Institute
2012.12 - 2012.12
Team Developer - Quality
BA Continuum India Pvt. Ltd
2008.07 - 2014.05
Senior Associate
Wipro BPO, HP
2005.02 - 2007.07
Bachelor of Arts - Art History
Calcutta University
2001.07 - 2004.06
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